Each year, NATA recognizes an outstanding array of individuals and organizations demonstrating superior service to the aviation community and advancing a safety-first culture in general aviation. There are 8 recipients in all, each introduced on the following pages, representing a broad and diverse spectrum of the general aviation community and the very best of NATA’s members and partners. The awards will be presented on November 10th during the NATA Aviation Business Conference at the Halcyon Hotel in Denver. Visit www.nata.aero for more information on these awards and the Aviation Business Conference.
NATA William A. “Bill” Ong Memorial Award
Jerry Holland
Founder
Sheltair
Those closest to the late Jerry Holland—in the office and in the heart—envision a likely scenario for his reaction to receiving NATA’s highest honor: “Okay, this is great and I appreciate it. So, what are we working on? What’s the next project?”
Jerry Holland was a doer, never content to stand still and always focused on what’s next. From humble beginnings, he created Sheltair and developed the company into the nation’s largest privately-owned aviation network, operating award-winning FBOs and managing over 4.6 million square feet of aviation-related properties across the country.
For his vision, ethics, and dedication to the aviation industry, Jerry Holland will be posthumously presented NATA’s William A. “Bill” Ong Memorial Award, named in honor and memory of the association’s co-founder and first president. The Ong Award is given for extraordinary achievement and extended meritorious service to the general aviation industry.
“We were excited and humbled to see this award for my father, as a role model for everyone in our company,” said Lisa Holland, Sheltair President and CEO. “It’s really nice to see him get so much recognition post-life. While he had a major presence in the industry, you could say he was always a quiet person. He wasn’t about the glitz. It’s amazing to take a step back and see what he created: he
started with nothing and built the world’s largest privately held aviation company.
“If my father saw the other past winners of this award, he would have laughed and said ‘I’m just a guy from the country. How did I end up here?’” Lisa added.
With a current presence at 19 airports—operating 16 FBOs—Sheltair’s heritage traces back to modest construction beginnings. Fresh out of the U.S. Air Force in 1963, Holland began a Florida-based business, initially focused on single-family homes and expanded to multi-occupant residential buildings and commercial projects.
Holland had an “aha moment” in the late 1970s, uncovering an opportunity to add airport property development to the portfolio at Fort Lauderdale Executive Airport. He soon entered the FBO world at Fort Lauderdale International Airport, comparing hangar potential to Florida beachfront property.
Today, Sheltair offers premium-level commitment in concierge services, fueling, and ground handling, as well as aviation property development, management, and leasing. But while business success drove him, Holland knew the FBO business—as it is today—was powered by superior customer focus and a service-driven corporate culture.
Over the years, the company has received the highest accolades in the industry, most recently ranking best in business in the AIN FBO survey for 2026. “We are proud of all that Sheltair has accomplished, and much of that success is due to the strong foundation my father established,” said Lisa. “My father always dreamed bigger and was relentless in making those dreams a reality. It’s why we enjoy the success we’re blessed to have today.”
While he possessed no formal secondary education, no one ever mistook Jerry Holland for simple. Strong, simple values, perhaps, but not a simplistic approach. Many in the company trace Holland’s fierce commitment to both ethics and success back to those humble upbringing. He knew the value of his word. “You can describe Jerry through his business values: honesty and integrity,” said Sheltair Chief Operating Officer Todd Anderson. “I worked alongside him for many years, and I will tell you that he was a man with whom you could literally do a deal on a handshake, and he would honor it. He was old school, but honesty was all part of Jerry’s reputation within the industry.”
But make no mistake, Jerry Holland always had an eye on the bottom line. Always. “He never lost sight of our financial and portfolio goals, overall and in every single meeting,” Anderson recalls. “We always had to get ready for the next project, and the next building.” Business may have been business for Jerry, but it was always done with a sense of family—inside Sheltair and within the aviation industry.
“My dad knew that you can’t have a great company and results without a good team,” Lisa explained. “Our mission statement of family first really plays into that. My father always treated his employees as family, and we still have that mindset today. It speaks volumes to the kind of business that my father started and that we continue to run. When people feel good about their company and leaders, they’re willing to kind of go that extra mile.”
“The first time I met Mr. Holland was brief, but impactful,” recalled Connor Fichtner, Sheltair Director of Marketing. “He walked into our office at FXE with an air of subtle power and gravitas that filled the room—that was, until he shook my hand. He had a unique way of making an instant personal connection. He didn’t greet me as another employee, but as someone he respected without knowing me. He went through the rest of the room and greeted other employees as old friends. He was a humble man that made everyone feel at ease.”
Jerry Holland passed away in November 2025 at the age of 90, leaving behind an enduring legacy built on integrity, vision, hard work, and an unwavering commitment to people. His influence continues to guide Sheltair’s mission and inspire future generations across the aviation community.
“Jerry Holland embodied everything the Ong Award represents: a visionary whose impact will long be felt by the entire general aviation industry, and a fierce commitment for doing business the right way,” said NATA President and CEO Curt Castagna. “Jerry built much more than an unparalled FBO network; he built a legacy and a team that today carries forward his insightful vision. It’s only natural that Jerry’s name be etched alongside so many of his peers that have been bestowed this honor.”
And to those reading this today, Jerry would have said, “Thank you for the honor—now let’s get back to work. There’s a lot to do!”
NATA Distinguished Service Award
Todd Anderson
COO
Sheltair
It may seem a bit unusual for one company to secure two major awards in the same year, but for those who know Sheltair’s success and culture, it shouldn’t come as much of a surprise.
It should also be no surprise that for his unparalleled contributions to the aviation industry, Todd Anderson, Sheltair’s Chief Operating Officer, has been bestowed the NATA’s Distinguished Service Award. The honor is presented to an individual or organization “still active in general aviation on a regular, day-to-day basis and recognizes outstanding service and ongoing contributions to the industry.”
Named COO in 2020, Anderson represents a line of leadership begun by the late Jerry Holland, Sheltair founder and winner of this year’s NATA Ong Award. “I first met Jerry 28 years ago, and he said, ‘Hey, I need somebody like you to help me grow my company outside of South Florida’,” Anderson recalled. “I rewind and look at the map of where we were, what we’ve done, and how we’ve grown. To know I was part of that over the years— that is how I define success.
“I look back at every building, every groundbreaking and ribbon-cutting,” he added. “But most important is knowing where the company is today, still executing on Jerry’s vision.”
But Anderson is not just following a script. He’s been able to build on great success with his own sense of vision.
“The company would not be where it is today without Todd,” said Lisa Holland, Sheltair President and CEO. “When Todd started with the company, we had two FBOs, and it’s grown to what it is today largely in part to Todd’s drive and commitment. For many years, my dad had the vision, and Todd was the executor; today, Todd is the great leader.”
In his COO role, Anderson is responsible for the day-to-day FBO and real estate operations, development of strategic growth plans, and financial direction of Sheltair. He fosters and maintains long-term relationships with airports, customers, and governmental agencies.
Before joining Sheltair in 2000, Anderson held the position of Assistant Director of Properties for the Greater Orlando Aviation Authority, overseeing the aeronautical real estate activities for both the Orlando International and Orlando Executive Airports.
“I’ve been in this industry for almost forty years now, and it’s a real pinnacle to receive an honor like this,” Anderson said of the NATA Distinguished Service Award.
“I’ve still got a lot left in me, but at the end of the day, it’s a significant award for me. I’m honored by it.” Like Jerry Holland, Anderson leads by example and is an inspiring presence within Sheltair and the industry.
“Todd has been an incredible mentor,” said Connor Fichtner, Sheltair Director of Marketing. “There is a quote Todd uses that I believe embodies his leadership style: ‘fair, firm, and consistent.’ Todd leads with diplomacy and poise better than any other person I have worked with. He consistently pushes others to be the best versions of themselves and he expects nothing less. Sheltair is very fortunate to have him as a leader in our organization.”
Those in the industry also know Todd as a leader within NATA. He was named a board member in 2022, elected as board chair in 2023, and remains active as past chair.
“Todd has been an impactful leader within NATA through exceptional leadership, sound judgment, and steady commitment to the organization and the broader aviation business community,” said Curt Castagna, NATA President and CEO. “He has helped guide NATA through important conversations, leadership transitions, and strategic priorities with professionalism, balance, and a clear focus on continuity. He understands the pressures facing aviation businesses, the importance of airport relationships, and the need for association leadership that is both strategic and practical.”
NATA Distinguished Public Service Award
Carol Giles
It’s hard to capture Carol Giles’ 40-plus year aviation career with a simple label—but distinguished begins to reflect her service and impact. Her contributions to the industry and the nation are as far reaching as the outposts she’s occupied, the mentors from which she learned, and the expertise she has generously shared.
From civilian aircraft mechanic to FAA leadership and respected consultant, Giles’ career has shaped virtually every corner of the industry. For this lifelong dedication to keeping our airspace the safest in the world, Giles has been awarded NATA’s Distinguished Public Service Award, bestowed by NATA’s
Board of Directors and members in recognition of “outstanding public service and contributions to the industry.”
Despite her years of service, the honor took Giles completely by surprise.
“I wasn’t expecting this award,” she said. “Then I went on the website and looked at past winners and thought these folks are in some pretty nosebleed atmosphere. But it’s not just about me; it’s about the people along the way that enabled team success.”
Giles’ career is punctuated by high-level FAA leadership and expertise in aviation maintenance and regulatory policies and practice. At the agency, she etched a powerful legacy and was known for her acumen in management, organizational streamlining, strategic planning, analytical problem solving, and conflict resolution.
She enjoyed a 21-year career at the FAA that began in Anchorage and culminated as the senior executive responsible for Flight Standards Service’s Aircraft Maintenance Division, leading a staff of 60 safety professionals responsible for developing regulations and standards for air carriers, maintenance facilities, general aviation, maintenance technicians, and designees. She and her team were tasked with ensuring the airworthiness of all civil aircraft in the National Airspace System.
Her FAA career path included roles as Assistant Deputy Director of Flight Standards, Manager of the Aircraft Maintenance Division, Assistant Manager of the Aircraft Maintenance Division, and special assistant to the Flight Standards director and deputy director.
Giles’ continued dedication to the aviation industry did not skip a beat on the private side when she founded The Giles Group in 2011. Her consulting firm has provided aviation safety services to maintenance organizations, air carriers, manufacturers, suppliers and distributors, and international civil aviation authorities. Through this work, she maintained her reputation as one of the nation’s leading experts on aviation regulatory compliance.
Giles remains active with a few select clients around the world, as slowing down is not in her vocabulary. Giles doesn’t just speak the language, she lives it. She holds an FAA Airframe and Powerplant Certificate and is an FAA-certificated private pilot. In her pre-FAA career, Giles was an AMT for a regional Part 121/135 operator and served as a Flight Platoon Sgt., Flight Engineer over CH-54 Skycrane operations for the Alaska Army National Guard.
The Distinguished Public Service Award also punctuates Giles’ long relationship with NATA. She has served the association as Senior Advisor of Regulatory Affairs (Maintenance), a regular contributor to the Aviation Business Journal, a speaker at NATA events, and liaison to NATA’s Aircraft Maintenance and Systems Technology Committee.
“I can’t think of anyone more deserving of this award, as public service defines Carol’s career,” said Curt Castagna, NATA President and CEO. “She has provided valuable leadership and contributions to both NATA and our entire aviation system. Whether at the FAA or in private business, her selfless contributions have shaped the policy and regulations that keep our industry safe and vibrant.”
NATA Airport Executive Partnership Award
Jeff Miller
Executive Director
Chicago Executive Airport
Looking back at a century of success can leave one lost in nostalgia and focused on the rearview mirror. While it’s a year of celebration for Chicago Executive Airport (PWK), Jeff Miller is focused on what’s ahead.
“This year’s commemoration is a launching pad for the next century,” said Miller, Executive Director of Chicago Executive. “It’s also a way to involve the community as a true neighbor and partner.”
In recognition of Chicago Executive Airport’s continued success and the leadership and collaborative spirit Miller brings to his role, he has been named the recipient of the 2026 NATA Airport Executive Partnership Award. This honor is bestowed upon an “airport manager for his or her outstanding efforts to foster relationships between aviation businesses and airport operators. Recipients of the award must illustrate leadership in the ‘partnership’ between airport operators and airport tenants.”
“We’re a pretty heads-down team here at PWK and focused on everything it takes to run an airport in this busy airspace,” Miller said. “To say this award was a surprise is an understatement. But what cannot be understated is the amazing team here at the airport, as this award truly reflects our collaborative spirit. I wish they’d give the award to every member of the team.”
“This is such a beautiful way to top off Chicago Executive Airport’s 100th year,” Miller added.
In addition to operating in one of the world’s busiest airspaces, Miller and his team are in the unique position of having two bosses: PWK is jointly owned by the City of Prospect Heights and the Village of Wheeling. The airport began on its site in 1926 as a 40-acre grass field with dirt runways and has grown into one of the nation’s busiest reliever airports.
Today, Chicago Executive supports more than 2,100 jobs and generates approximately $441 million in economic activity—a meaningful impact that reflects Miller’s commitment to both the airport and the greater Chicago region.
Despite the tremendous growth over the past 100 years, community remains a watchword for Miller and his team. They have used the anniversary not only to tell the story of a remarkable airport but also to reinforce its value to the communities it serves and recognize the many people and partnerships behind its success.
During the airport’s centennial year, Miller and his team have invited residents, businesses, and elected officials to share in the celebration through events and community engagement.
Miller traces his lifelong love of aviation to a conversation he overheard when he was 16.
“My older brother was in pilot training at the time, and I heard the airport manager at Manistee Blacker Airport say that he needed someone to cut the grass and paint the hangars. I raised my hand and said, ‘I’m your guy,’” Miller recalled. “From there, I have loved every minute of this field, all the ups and downs. Mostly ups.”
A graduate of Embry-Riddle Aeronautical University, Miller has spent much of his more than 25-year career with commercial airports, airlines, and FBOs. His career has taken him from Michigan to California and now Illinois, where he has led the Chicago Executive team for five years.
“Chicago Executive was my first experience at an airport without airliners. My time here has really reinforced my love for this industry,” Miller said. “General aviation airports have such an important and beautiful place in our national airspace system, and I have the honor of working with people every day who have a shared passion for GA.”
Miller is equally committed to sharing his knowledge and experience.
“Three years ago, I started the Destination Aviation podcast as a place for me to play around with the knowledge I had gained throughout my career and talk with not only the incredible network I had already built, but also people I probably would have never had the opportunity to meet otherwise,” he explained.
“General aviation airports are not only a central element of our nation’s transportation system; they’re part of the fabric of our local communities,” said NATA President and CEO Curt Castagna. “Jeff Miller exemplifies the role airport leaders play in bridging the important gap between airport and community and creating opportunities for partnership and shared celebration. Jeff was an ideal choice for this award.”
“Chicago Executive Airport and I are beyond honored to receive the award,” Miller added. “I am incredibly grateful to everyone who has supported me, supported our airport, and supported general aviation along the way.”
NATA Safety 1st Certified Line Service Professional Award
Fabian Reyes
Lead Line Service Professional
Million Air Dallas
On any given day, Fabian Reyes and his team at Million Air Dallas are called upon to serve many customers, complete countless tasks, and address a wide range of challenges. But one thing remains constant: every interaction is rooted in unparalleled service and an unwavering focus on safety.
It’s as if every customer encounter is the first and every greeting is an introduction.
For this selfless devotion to Million Air’s mission and the broader general aviation community, Reyes has been honored with NATA’s Safety 1st Certified Line Service Professional Award, recognizing “the achievements of certified line service professionals on an annual basis, thereby raising awareness of the positive impact they have on safety, service, and business success.”
“Our team tries very hard to give you a feeling of home,” Reyes explained. “We know that every time you come to Million Air, it’s all about you and your needs.”
As Lead Line Service Professional at Million Air Dallas, safety is job one for his team. Reyes’s commitment to the principles of NATA’s Safety 1st initiative is evident in every aspect of his work, from aircraft handling and customer service to employee training, operational leadership, and emergency response.
“Being on the line is all about being safe, and being safe is knowing what’s around you at all times,” Reyes said. “You always need to be aware of what’s coming in, what’s going out, and what’s around you.”
What sets Reyes apart, according to Million Air leadership, is his consistently sound judgment, strict adherence to procedure, and proactive commitment to mitigating risk. He also shares what he knows. Reyes is a key contributor to the training and development of newly hired line service technicians at Million Air, helping instill safe operating practices and the professional culture he embodies from day one. His leadership on the ramp has made him a trusted mentor and resource for both management and fellow team members.
Reyes has also established himself as the operational lead for Million Air Dallas’s International Services Program, coordinating the arrival and departure of international aircraft clearing U.S. Customs and Border Protection.
While Reyes is known for a broad set of skills, one experience will always stand out—to him, his team, and management.
Reyes demonstrated extraordinary courage during an aircraft fire emergency involving a King Air carrying a pilot-owner, his wife, and his elderly parents. During engine start, the aircraft’s engine caught fire. While other Million Air personnel responded with fire suppression equipment, Reyes immediately recognized that passengers remained aboard. Without hesitation, he entered the smoke-filled aircraft while flames were still visible from the engine to help the occupants evacuate. His calm demeanor, quick decision-making, and selfless actions helped ensure that all four occupants were safely evacuated from the aircraft. Reyes’s willingness to place himself in harm’s way to protect others reflects the highest ideals of the aviation profession and exemplifies the principles of Safety 1st.
“Fabian has the perfect set of skills for the ideal line professional,” said Curt Castagna, NATA President and CEO. “It’s as if he has set the standard: leadership, dedication, commitment, and customer service. He’s everything a company could want in a professional; Million Air is lucky to have Fabian on the team.”
For Reyes, the spotlight is always on the work, not on him. And that is how he likes it. How did he respond when he heard the news about the award?
“Not for a minute, not in a million years, did I expect this award,” he said. Clarifying his reaction, he added, “To be honest, never, never.”
NATA Future Leader Award
Audrey Meyers
Operations Safety Standards, Innovations, & SMS Manager
Atlantic Aviation
It’s been quite a journey from the airport line in Casper, Wyoming, to Atlantic Aviation headquarters in Texas. But for Audrey Myers, the spirit of her work remains rooted in the front-line men and women who care for customers and serve as the face of Atlantic across all its locations.
Today, Myers serves as Atlantic’s Operations Safety Standards, Innovations, & SMS Manager, helping to build and scale the company’s safety management system and operational safety framework.
For her unwavering focus—both on the line and in supporting the line—Myers has been honored with the NATA Future Leader Award, recognizing “an individual who has shown outstanding promise, passion, and professionalism within the general aviation community.”
“I was sitting at the dinner table with my family, unfortunately as one of those people who looks at work emails a lot,” she said. “But I saw an email from Mr. Castagna and had a ‘my goodness’ moment, when I just stopped everybody in the middle of dinner and shared the good news.”
The award may have the word future in it, but leadership is something Myers has shown from her first days in Casper.
“I’ve been with Atlantic 12 years now and have been able to work my way up from the front line. But a lot of what I do today is because I’m really passionate about how the people on the front line are expected to complete their job duties every day. It goes back to my very start,” she explained.
Her early career experiences and successes fueled a rapid rise: from line service technician to lead within her first year, then to site trainer, regional safety manager overseeing 19 locations in 2019, and a corporate safety training and compliance role in 2022. She explained that her current role was recently created, reflecting Atlantic’s deliberate investment in its safety culture.
“It’s a great feeling to actually make a difference, that the work is being seen, and that it’s helping not just Atlantic and our employees but the industry as a whole. In my second year, I knew that I really wanted to work on the safety side of operations,” Myers said. “It’s knowing that I’m helping somebody’s day be a little bit easier, a little bit safer.”
From her early days on the line, Myers understood that leadership requires taking initiative rather than accepting the status quo. When she saw something that needed to be addressed, she acted, setting aside any fear of speaking up as one of the younger professionals. But more than words have driven change—and
her career. Rather than simply raising concerns, she pursued a deliberate path into a corporate role where she could influence change, guided by a regional safety manager who supported her along the way.
“I could see from the start that many on the line knew what their job was—and did it very well,” she explained. “However, they may not have known the ‘why’ behind their job and the rationale for rules and regulations. When people see how their contributions fit into the bigger picture, it makes them much more connected to the mission.”
That is why, to this day, Myers maintains a direct line to the field, asking her colleagues to speak up with ideas for improvement and enhanced safety.
“Someone may tell me, ‘The procedure says this and I know we follow it, but here’s how I think it could be done a little better,’” she explained. “That’s how I approached my job—speaking up—and I appreciate hearing suggestions. They only make us stronger and aviation safer.”
Emblematic of her investment in the growth and success of others, she has played a key role in the Atlantic Trainer Development Program and Safety Mentorship Program, creating opportunities for employees to grow their skills, strengthen their safety knowledge, and prepare for future leadership.
The same collaborative spirit that drives Myers in the office extends to the industry, reflecting her strong commitment to working with partners in the name of safety. She has served with the NATA Safety Committee, Air Transport Association, Air Charter Safety Foundation, and Atlantic Safety Council, extending her impact across the broader community.
“Audrey has the spirit, knowledge, and commitment that drive her success within Atlantic Aviation and in the broader aviation community,” said Curt Castagna, NATA President and CEO. “She has turned safety principles into practical programs that support employees and customers every day. I am looking
forward to seeing her continued growth as a true leader in our industry.”
Atlantic Aviation HQ is still a long way from Casper for Myers.
“I’m still a small-town girl with no big name, but I’m glad I found the voice to speak up and the courage to take risks, accept failure, and persist through rejection,” Myers said. “That’s real growth.”
NATA General Aviation Service Technician Award
Mike McGuire
Weekend Shift Supervisor
Duncan Aviation
When Mike McGuire joined Duncan Aviation right out of college, he saw himself as one of the new guys. He had little experience, while his colleagues had 10, 20, or 30 years at Duncan. There was a lot to learn and plenty of people to learn from.
McGuire’s diligence and skill quickly drew notice, and he worked his way up. More than 30 years later, he is one of the people others turn to. A seasoned technician, McGuire is happy to share the knowledge he has gained from working on a wide variety of aircraft.
For his dedication to the craft and willingness to share his knowledge with his teams and colleagues across the company, McGuire has received NATA’s GA Service Technician Award. The award recognizes the “outstanding performance of a licensed airframe and powerplant mechanic or radio repairman who has practiced his or her craft for a period of 20 or more years.”
“Travis [Duncan Aviation Vice President of Aircraft Services Travis Grimsley] said, ‘Hey, you might get an email because I put your name in the hat, and you were chosen.’ I’m like, ‘You did what? With who? What?’”
It was a typical reaction from McGuire, who prefers to focus on the work rather than the spotlight. “That’s just not my personality,” he said. “I’ll be the first to admit, I would not do very good in Hollywood. You know, because I’m just not narcissistic enough!”
His colleagues, however, recognize his talent. In more than 30 years on the shop floor, McGuire has seen aircraft evolve, tackled new challenges, and weathered the market’s effects on the business.
Throughout it all, he has stepped forward to take on new roles as needed.
McGuire currently serves as weekend shift supervisor, overseeing weekend engine and airframe operations at Duncan Aviation’s Battle Creek, Mich., facility.
McGuire is driven by a passion for teaching and sharing his knowledge. While mentoring technicians and trainers, he has identified gaps in onboarding and development and proposed solutions. His dedication strengthens current teams and helps ensure that the next generation of aviation maintenance professionals has the tools and knowledge to succeed.
“When I started and in my first few years, everyone seemed so experienced, so sharing knowledge was easy,” McGuire explained. “There wasn’t a curriculum or a checklist or anything like that. Training was just natural. But twenty and thirty years of experience was walking out the door and sometimes replaced with people before they even got their license.
“As some of the older technicians were retiring or getting ready to retire, I realized it was important to capture that tribal knowledge and put it into a checklist or document before it walked out the door,” he added.
To address knowledge gaps, McGuire developed make-and-model-specific training, a technical training curriculum for new hires, and hands-on learning aids, all while upholding Duncan Aviation’s standards for quality and safety.
“Mike’s career progression reflects both his technical ability and the trust others place in his leadership,” said Curt Castagna, NATA President and CEO. “Throughout each role, Mike has identified opportunities to make complex maintenance work more understandable, efficient, and consistent for the technicians around him.”
McGuire’s secret over the years?
“I took a lot of notes and learned that it was as important to work smarter as it was to work harder,” he said. “Take the best ideas from people you see around you who are safe and produce quality work.”
NATA FBO Customer Service Representative Award
Barbara Bauer
Customer Service Supervisor
Banyan Air Service
Sure, many aviation professionals can be described as hard-working, knowledgeable, and dedicated. But only a few can be called transformative. Count Barbara Bauer among them.
In her role as Customer Service Supervisor at Banyan Air Service in Fort Lauderdale, Bauer is known not only for providing superior service but also for improving operations and strengthening the company’s culture.
For this above-and-beyond commitment to Banyan’s mission and the broader general aviation community, Bauer has been honored with the 2026 NATA FBO Customer Service Representative Award, which recognizes “the valuable impact of a Fixed Base Operator Customer Service Representative on the overall success of our industry.”
Bauer has been recognized by management as someone whose contributions extend far beyond the front desk and support every aspect of Banyan’s work.
She truly takes the “CS” in her CSR role seriously—and to heart.
Among her many contributions, Bauer has implemented innovative training programs, improved employee performance evaluation processes, and fostered a collaborative, people-first culture.
Procedures, policies, and carefully developed plans are essential to the success of any FBO. While following Banyan’s established playbook is key, Bauer believes a personal approach is just as important.
“I think our secret sauce is the individual, that everyone has their personality they bring to the job,” she said. “We’re not just cookie-cutter. We have different personalities that work the front desk, and it’s not like a place where everyone looks the same and says the same things all day. Our customers enjoy the personal touch, which is why many have their go-to people. “For some reason, when the Canadians come to town, those are my people,” she added. “And I have a whole group of those guys. We just click.”
That personal approach does not come at the expense of strong standards. As a supervisor for more than 10 years, Bauer has focused on building strong teams rather than simply managing them. She developed a comprehensive week-by-week training manual that provides new customer service representatives with a structured, manageable onboarding experience. Bauer also redesigned Banyan’s training process, allowing new employees to learn specialized responsibilities from experienced teammates before working shifts independently. This collaborative model has improved both employee confidence and operational effectiveness.
“It’s so important in this business to give back and help the next generation,” Bauer said. “With new people coming into the company and industry all the time, we have to share knowledge and give everyone the sense that they’re going to succeed. It’s a combination of the knowledge they need and encouragement to get moving.”
Bauer’s commitment to service has also been recognized by customers. She was presented with a NetJets Challenge Coin, an honor awarded for exceptional professionalism and attention to detail. It is especially meaningful because only NetJets pilots can nominate recipients, and a limited number of Challenge Coins are awarded each year. The honor reflects the trust, respect, and confidence she has earned through consistently delivering exceptional service.
Bauer entered aviation as a flight attendant and later held leadership positions throughout the FBO industry, including at Banyan. Her diverse experience, including supporting high-profile clients and traveling extensively, has given her a unique perspective on anticipating customer needs and providing personalized service. Banyan leadership has cited her exceptional ability to defuse challenging situations with professionalism and humor, creating positive outcomes for both customers and employees.
“Barbara is an influencer in the best sense of the word,” said Curt Castagna, NATA President and CEO. “Her impact is felt every day and in every corner of Banyan and has helped the company define the very best in customer service. Her passion for mentoring others has left a lasting impression on customers and colleagues alike, making her an outstanding representative of the aviation profession.”
Like many exceptional professionals focused solely on the customer experience, Bauer shies away from the spotlight. When she learned she would receive the award, she was surprised and, frankly, a little taken aback.
“I thought, ‘Oh my God, you’re kidding,’” she recalled. “I almost cried because I’ve been doing this for many, many years. And to be recognized like that is such a great thing. Such a great thing.”
By Eric Blinderman
Eric Blinderman is a seasoned communications professional, and while he specializes in aviation, he has represented companies in virtually all business sectors. Eric led communications at AOPA for more than four years after holding senior roles at leading New York communications and marketing firms, where he directed communications strategy for several Fortune 100 companies.
When not at the keyboard, Eric enjoys making the most of his private pilot certificate..
